About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
We are seeking a strategic and results-driven Operations Manager to lead and support the day-to-day execution of our Telco campaign. This role is crucial in ensuring operational excellence, client satisfaction, and team performance within a fast-paced, compliance-driven environment.
You will be responsible for managing key operational workflows, supporting client initiatives, optimizing team efficiency, and ensuring the successful delivery of KPIs and service standards.
Duties and Responsibilities:
Oversee the daily operations of the assigned campaign, ensuring consistent performance and adherence to client and internal standards
Collaborate with cross-functional teams (e.g., Training, Quality, Workforce, and HR) to support smooth campaign execution
Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results
Monitor and analyze campaign metrics, including productivity, quality, and compliance, and initiate corrective actions when necessary
Manage team leads/supervisors and ensure proper coaching, development, and performance management
Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment
Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements
Lead regular business reviews with internal and external stakeholders
Contribute to forecasting, capacity planning, and resource allocation
Qualifications:
Bachelor's degree in Business, Operations Management, Finance, or a related field
Minimum of 3–5 years of experience in operations management, preferably in a BPO or tech-enabled services environment
Prior experience supporting a technical support or customer service campaign is a strong advantage; chat/email support is preferred
Strong leadership and people management skills, with experience leading large or multi-tiered teams
Proficiency in operational tools, CRM platforms, workforce systems, and reporting dashboards
Solid understanding of financial compliance and risk management in customer-facing operations
Excellent communication, organizational, and analytical skills
Strong problem-solving mindset and ability to make data-driven decisions
Amenable to work onsite and in shifting schedules
Skills Required
- Bachelor's degree in Business, Operations Management, Finance, or a related field
- 3-5 years of experience in operations management, preferably in a BPO or technology-enabled services environment
- Experience supporting a technical support or customer service campaign
- Chat or email support experience
- Strong leadership and people management skills, including experience leading large or multi-tiered teams
- Proficiency with operational tools, CRM platforms, workforce systems, and reporting dashboards
- Understanding of financial compliance and risk management in customer-facing operations
- Excellent communication, organizational, analytical, and problem-solving skills
- Ability to make data-driven decisions
- Willingness to work onsite and in shifting schedules
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
